Route contact request records to make sure that your customers are
contacted by available agents. Skills-based routing comes to Live Agent and LiveMessage.
Enhancements to Omni Supervisor let agents signal that they need help and gives supervisors
the power to whisper to their agents in their Live Message session. Attribute-based routing
goes beta, letting you use fields and field values as routing criteria.

Route Customer Contact Requests with Omni-Channel
Customers don’t have to call a help line and wait on hold anymore. With Contact Requests, a community user can request that customer support call them back using an online form. When a request is submitted, a contact request record is created to track the issue. Using Omni-Channel, you can route the contact requests to available agents.

Lend a Helping Hand with Enhancements to Omni Supervisor
Let agents raise flags during a chat, signaling to supervisors that they need help. Supervisors can also discretely provide suggestions during a Live Message session between an agent and a customer. Only agents can see the supervisor messages, not the customer.

Assign Work Based on Field Data Using Attribute-Based Routing (Beta)
Direct work to the right agents with attribute-based routing. Use the fields of incoming records to assign work to the most capable, available agents. Fine-tune your routing solution so that incoming service requests are grouped according to your business needs. Attribute-based routing works with cases, leads, orders, and custom objects. To participate in this closed beta, contact Salesforce support.